ServiceNow Series E208: 'Revolutionizing Healthcare Outcomes with ServiceNow' with enGen's Scott Livingston

ServiceNow Series E208: 'Revolutionizing Healthcare Outcomes with ServiceNow' with enGen's Scott Livingston

Author: Alldus International October 13, 2025 Duration: 26:58

Today's guest is Scott Livingston, Director, IT Service Strategy, Transition and Improvement at enGen. Founded in 2014, enGen - a subsidiary of Highmark Health - transforms healthcare through technology-driven operations. Serving over 11 million members, it integrates people, processes and systems via its TechOps approach. Its platforms, including the EHS administrative system, Predictal™ care management and Providius provider tools, enhance efficiency, improve outcomes and simplify the healthcare experience.

Scott is an accomplished IT executive leading a 115-person international Platform and Service Management organization with a ~$14M annual budget. He drives strategic initiatives across Service Management, including generative AI adoption, ServiceNow ITSM/ITOM implementation and ITSM analytics. Known for building strong stakeholder relationships, Scott delivers operational efficiency, cost savings and measurable business value by aligning technology, strategy and high-performing teams to organizational objectives.

In the episode, Scott discusses:

0:00 His journey as an IT leader blending service management with healthcare technology

4:27 Choosing ServiceNow for innovation, scalability, and future readiness

8:28 Pursuing zero service desk and zero incident vision

11:23 Their rapid ServiceNow adoption, now advancing with generative AI

17:43 Balancing self-implementation with a strong partner collaboration for growth

21: 23 Investing in AI-driven automation to transform healthcare efficiency and outcomes


Behind the buzzwords and headlines, artificial intelligence is already reshaping industries and daily routines in tangible ways. The Alldus Podcast-AI in Action cuts through the noise to focus on these real-world applications. Each conversation goes beyond theory, delving into the practical challenges and triumphs experienced by the people building and implementing these technologies. You’ll hear directly from technologists and data science practitioners who are on the front lines, discussing the specific impact of Data Science, Machine Learning, and AI on everything from healthcare and finance to how we interact with the world around us. This series, supported by Alldus International’s work in AI workforce solutions, is built on a simple idea: understanding comes from listening to those doing the work. The discussions are grounded in current projects and genuine expertise, offering a clear-eyed view of what’s possible now and what might be next. Tune in for a candid exploration of how intelligent systems are being put into action, moving from conceptual hype to functional reality. This podcast provides a essential perspective for anyone curious about the practical engine driving technological change today.
Author: Language: en-us Episodes: 100

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